How Technology Enables Business Transformation:

Transcription

1 How Technology Enables Business Transformation: A Framework for Change & Roadmap for Technology AIRS Conference May 29, 2015 Dallas, Texas Andrew Benson, Toronto, Ontario, Canada 1

2 Workshop Objectives Present a high-level framework for engaging service providers in planning business change Describe the business capabilities and technology components of a pan-canadian shared service delivery model Illustrate how technology helps sustain change and generate financial benefit 2

3 Overview of Presentation Context operating environment and business goals Business architecture network to system Technology architecture enabling transformation Deep dive Integrated Phone project Q&A at end (or interrupt) 3

4 Setting the Context: Operating Environment & Business Goals 4

5 Environment - Canada 10 provinces, 3 territories 35 million residents 2 official languages Federal, Provincial, Municipal government Dozen licensed providers Inform Canada (AIRS affiliate) United Way Canada 5

6 Environment - Ontario 444 municipalities 44 regional governments 7 licensed 211 centres Ontario 211 Services 30+ local community information centres 40 United Ways Large number and range of provincial I&R providers 6

7 Information and Referral The Landscape 7

8 211: Public Navigation & Social Infrastructure 8

9 Components of 211 Service WWW Public Inquiry Online Directories Caller Needs 9

10 211: Powered by Partnerships 10

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12 Ontario Transformation & Pan-Canadian Alignment Funding secured to expand service 100% service coverage in Ontario Integrated provincial system Integrated pan- Canadian system

13 Community Up Responding to Change Professional and effective information & referral relies heavily on the quality of the resource data collected and knowledge of the local landscape. Community Up is a principled approach to designing a system where local service delivery agencies, United Ways, government decision-makers and municipal partners have a role in the 211 system Community Up leverages the capacity and relationships of organizations, and the expertise of their people to build a stronger system, and improve the user experience. Community Up, in the context of information management, envisages data being collected locally, managed regionally, governed provincially, and aligned nationally For more information, download the 211 in Ontario: Vision and Road Map document at:

14 Business Architecture: Network to System 14

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16 Approach to Pan-Canadian Business Redesign

17 Guiding Principles for Design Process

18 2 Key Questions #1 What is the set of 211 operating functions we need to think about and consider for a pan-canadian operating model? #2 How and where will we integrate / standardize these 211 operating functions in the pan-canadian model? 1 8

19 Service Delivery Functions Resource Management Service Management & Improvement Service Marketing and Promotion Service Delivery Service Access 1 9

20 Standardization and Integration One, Both, None? 2 0

21 Example: Knowledge Management 21

22 Conclusion Functional Integration & Standardization Level of Integration High INTEGRATE Access Channel Management Human services Demand Marketing Plan Development UNIFY Strategy Development Service Demand Planning Human Services I&R Knowledge Management TECHNOLOGY INFRASTRUCTURE Service Development and Evaluation Funding Planning Stakeholder Relations & Advocacy Training and Certification Low DIVERSIFY STANDARDIZE Level of Standardization High 22

23 Technology Architecture: Enabling Business Transformation 23

24 Ontario Current State (2014) 30+ local databases and views 7 separate phone systems Multiple websites delivering information online Local and regional information management and reporting systems Challenges for an Integrated System: Data: duplicate records; limited access to data; different interpretations of data standards (e.g. taxonomy, inclusion, naming) Phone: no connections between local/regional systems (e.g. phone systems cannot overflow or skillsroute call to other service providers) Online: multiple websites splintering the 211 brand Intelligence: no virtual place for 211 service providers to collaborate or share knowledge

25 Technology Shifts and Benefits (2016) In the context of information management, Community Up envisages data collected locally, managed regionally, governed provincially, aligned nationally SHIFT FROM: 30+ local databases 1 open data repository 7 separate phone systems 1 shared unified communications system Dozens of 211 websites Numerous information management systems SHIFT TO: branded portal 1 provincial collaboration & content management platform Network of call centres & community information agencies Integrated system of 211 service providers

26 211 Technology Framework is a business strategy for opening and linking information and referral resources (i.e. program and services) data that crosses human services domains the strategy s foundation embeds Linked Open Data principles and best practices aligns to the Government of Canada and Ontario Government s open data strategy builds on the progress, assets and capacity and avoids the limitations and constraints of the following initiatives: Open Referral; Linked Data; CIOC is a practical, efficient and sustainable model to collecting, managing, accessing and sharing human services data 211 Technology Framework concepts and capabilities that enable the Community Up model. If Community Up answers the question of what we do, then Open211 answers the question of how we do it

27 211 Technology Components

28 211 Technology Framework - Architecture 28

29 Open Data Repository OPEN DATA REPOSITORY Open 211 Database (AIRS or Open Referral Logical Model) 211 Search Service Data Management Application External Data System Web APIs (REST, Open Referral (Ohana), Linked Data (SPARQL), Other API Gateway Extended Data (Linked Data triple store) Administration UI Service Delivery Partners Public Developers 29

30 Integrated Phone INTEGRATED PHONE Voice / Data Store Issues and Referral Data Interactive Automated Callers Voice Call 211 Response Distribution Resource Searching Telephony System Call Tracking System Specialized I&R Providers 30

31 Knowledge Mobilization KNOWLEDGE MOBILIZATION 211 Warehouse (Tabular Data Model) Modeled Data Canned Reports BI User Tools Funders Authenticated Users Content Management Collaboration Tools 31

32 211 Online 211 ONLINE Service Partners Twitter Facebook Customized Results Keyword, Topics Agency Relationship Management System (stakeholder communications) LinkedIn YouTube Social Media Non-211 Channels Public Search Stakeholders Social Listening Tools Public

33 Identity and Access Management Open Data Repository Integrated Phone IDENTITY MANAGEMENT & ACCESS CONTROL Knowledge Mobilization 211 Online 33

34 Deep Dive: Integrated Phone 34

35 Integrated Phone Goals 35

36 Integrated Phone Key Shifts 36

37 Integrated Phone From On-Premise to In-Cloud Contact Centre (IVR, ACD, Disaster Recovery, CRM Integration, Workforce Optmization) 37

38 Integrated Phone Return on Investment $1M investment (capital and equipment management costs) amortized over 5 years Increases call capacity by 2-fold (~450K additional calls) 38

39 Integrated Phone - Approach Assess (requirements, consulting) Plan (charter, investment, pilot) Deploy (regional rollout) Connect (integrate regions) Manage (expand, enhance)

40 Real Time Analytics

41 Thank You Questions? 41